Refund policy
Refund & Returns Policy
At Fitz Lyle Studios, I hope you are delighted with your order. If something is not quite right, please get in touch and I will do my best to help.
Standard, non-personalised items
For standard items purchased online, such as non-personalised greetings cards, prints and stationery, you may cancel your order within 14 days of receiving it.
Please contact Fitz Lyle Studios within this period to let me know that you wish to return your order.
Once you have notified me, the item should be returned promptly and in its original condition.
Unless the item is faulty, damaged or incorrect, return postage is the responsibility of the customer.
A refund will be issued once the returned item has been received and checked.
Where a valid cancellation applies, any standard delivery charge paid for the original order will be refunded in accordance with your statutory rights.
Personalised and bespoke items
Items made specifically for you, or clearly personalised to your requirements, cannot normally be returned or refunded simply because you have changed your mind.
This includes, for example:
- personalised notecards or stationery;
- bespoke animal or equestrian portraits;
- commissioned artwork;
- bespoke wedding stationery;
- custom illustrations;
- items created to an individually agreed specification.
UK distance-selling cancellation rights do not generally apply to goods made to a customer’s specification or clearly personalised.
This does not affect your rights if an item is faulty, damaged, incorrect or not as described.
Bespoke commissions and deposits
A deposit may be required to reserve a commission or bespoke project.
If you wish to cancel before work has begun, please contact me as soon as possible.
Once work has begun, or materials have been purchased specifically for your project, any refund will take into account work already completed, materials purchased and other reasonable losses arising from the cancellation.
Any amount retained will be proportionate to the actual loss incurred and will not affect your statutory rights. UK consumer guidance cautions against blanket terms that automatically make all deposits non-refundable regardless of the circumstances.
Wedding stationery
Because bespoke wedding stationery is created specifically for each couple, personalised or commissioned stationery cannot normally be returned for a change of mind once production has begun.
You will be responsible for checking and approving wording, names, dates and other personalised details before final production.
If an error appears in the finished stationery because Fitz Lyle Studios has produced something differently from the approved proof, please contact me and I will work with you to put it right.
If the stationery matches an approved proof but contains information that was approved incorrectly by the customer, any reprint may be chargeable.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, incorrect or materially different from its description, please contact me as soon as possible.
Please include your order number and, where possible, photographs showing the issue and the packaging.
Your statutory rights apply regardless of whether the item is standard or personalised. Businesses cannot exclude responsibility for faulty goods or goods that are not as described.
Returns condition
Returned items should be unused, in their original condition and packaged appropriately to protect them during transit.
You may be responsible for any reduction in value caused by handling beyond what would reasonably be necessary to inspect the item.
Refunds
Where a refund is due, it will normally be returned to the original payment method.
Please allow a reasonable processing period once the return or cancellation has been agreed.
How to contact Fitz Lyle Studios
To request a return, report a problem or discuss a bespoke-order cancellation, please contact:
Fitz Lyle Studios
Email: Fitzlylestudios@outlook.com
Website: www.fitzlylestudios.co.uk
Last updated: October 2026